In the last article for my column, I shared how you should and could obtain customer feedback to help you as a business owner determine how to meet the needs of your cutomers. The article was entitled, “Do You Know Your Customers“, and it shared different ways you can obtain feedback from your customers.
In this article, I want to share suggestions of what you can do with the customer feedback once you have collected it. Make sure when you collect your customer feedback that you setup a tracking system because it can help you quantify and qualify your customer feedback.
The …read more

Harvard Business on-line’s post by Tom Davenport seems to deal with culture when describing two extremes to strategy development and execution:
1. Strategic Engineering- strategy is an engineering exercise with employees being the cogs in the machine.
2. Strategic Anarchy- executives get out of the way of employee’s entrepreneurial and innovative energies.
He suggests that a reconciliation of the two must take place.
While I see it as a culture issue I also see it like one of the commentors as not so much a reconciliation problem but one of creating a flexible environment controlled by standardized business processes. Letting elements of anarchy prevail …read more